Vonage

Technical Support Agent

Vonage

full-time

Posted on:

Location Type: Hybrid

Location: Wrocław • Poland

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Job Level

Junior

Tech Stack

TCP/IPVoIP

About the role

  • Communicate clearly and professionally with customers and teammates via phone and email in a high-volume call center environment
  • Meet performance metrics while handling inbound/outbound calls and ensuring customer satisfaction
  • Accurately document customer issues, troubleshooting updates, resolutions, and follow-ups to meet Vonage SLOs
  • Process Move/Add/Change/Delete (MACD) requests and other billable changes efficiently
  • Configure customer call flows as requested and ensure proper documentation within cases
  • Escalate large-scale service impairments to leadership as needed based on customer impact
  • Adhere to all Vonage call center procedures, internal knowledge base (IKB) processes, and handle a variety of technical issues across multiple platforms and services

Requirements

  • 1–3 years of experience troubleshooting within an IP environment, including VoIP
  • basic experience with SIP, TCP/IP, LAN/WAN, and related multimedia technologies, protocols, and network troubleshooting
  • Prior experience (1+ years) in progressive technical support roles
  • familiarity with telecommunications service provider and SaaS industry sectors
  • Strong analytical, organizational, and problem-solving skills
  • Excellent verbal and written communication skills
  • Proven ability to work both independently and collaboratively in a team environment
  • Able to multitask, adapt to changing priorities, and meet tight deadlines in a dynamic environment
  • Quick learner with the ability to investigate, troubleshoot, diagnose, and resolve technical issues efficiently
Benefits
  • unlimited discretionary time off
  • tuition reimbursement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingVoIPSIPTCP/IPLANWANnetwork troubleshootingtechnical supportcustomer call flow configurationMACD processing
Soft Skills
analytical skillsorganizational skillsproblem-solving skillsverbal communicationwritten communicationindependent workteam collaborationmultitaskingadaptabilitytime management